Director of Technical Support

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Requirements:

• 7+ years of leadership experience in technical support, customer success, or a related field, with 3+ years in a global senior leadership role (leading other leaders).
• Proven track record of managing and scaling global technical support teams in a SaaS or DevOps-focused company. Experience with integrating with customer-managed products is a plus.
• Familiarity with development methodologies and developer tool ecosystem (e.g. Jira, Git, CI/CD tools, etc.).
• Knowledge of DevOps tools, cloud platforms (AWS, Azure, GCP), and related technologies (Python, React, Pandas) a plus.
• Exceptional leadership, communication, and organizational skills.
• Strong problem-solving and decision-making abilities with a customer-first mindset.
• Proficiency in managing support tools and platforms (e.g., Zendesk, Salesforce, Jira).
• Ability to work effectively in a fast-paced, high-growth environment.
• Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent experience).

Responsibilities:

• Develop and implement a technical support strategy aligned with the company’s goals and customer success vision.
• Build, mentor, and inspire a high-performing team of support engineers and managers (L1-L3), including a small custom development team.
• Establish and manage scalable processes to support growth across multiple time zones and regions.
• Define key performance indicators (KPIs) to measure the success and quality of the support organization.
• Act as the voice of the customer, partnering with product, engineering, and sales teams to address customer needs and feedback.
• Build strong relationships with customers, especially enterprise clients, to ensure their success with Jellyfish products.
• Drive customer satisfaction, retention, and loyalty through exceptional support experiences.
• Oversee the day-to-day operations of the technical support team, ensuring timely resolution of customer issues.
• Continuously refine and optimize workflows, ticket management (Zendesk), and escalation processes.
• Implement advanced tools, technologies, and methodologies to improve operational efficiency and response times.
• Collaborate with cross-functional teams to streamline the handoff process between technical support and other departments.
• Ensure the support team is equipped with in-depth knowledge of Jellyfish’s platform and related technologies.
• Develop and deliver training programs to foster technical growth and knowledge sharing within the team.
• Stay updated on industry trends, emerging technologies, and best practices to maintain a competitive edge.